Call Center Interventionist

Minimum Qualifications

Associate degree and one year of crisis intervention experience; or any equivalent combination of related training and experience.  Applicants within six months of meeting the minimum education/experience requirement may be considered for trainee status.

A Valid Florida Driver License is required and a Motor Vehicle Record that meets the requirements of Alachua County policy #6-7; Motor Vehicle Records will be reviewed prior to employment.  If, in the past 24-month period, the applicants Motor Vehicle Record has more than three (3) moving traffic infractions or three (3) or more at fault motor vehicle accidents (or combination of both and /or a conviction/pending charge for driving under the influence) or is in violation of any standard mandated by Federal or State Law or Regulation, the minimum qualifications are not met for the position.

Successful completion of all applicable background checks pre-hire and ongoing are required.

Position Summary

This is responsible para-professional work providing crisis intervention services to maintain a continuous community suicide prevention and crisis intervention program in the Alachua County Community Support Services Department. 

An employee assigned to this classification provides crisis intervention services, comprehensive information, and resource referrals via telephone and in person; performs safety and reassurance checks and offers specialized follow up care to persons in need of short-term crisis care coordination; and assists with guidance of volunteers. 

Work is performed under the direction of a higher-level supervisor and is reviewed through conferences, reports and observation of the results obtained.

Examples of Duties

ESSENTIAL JOB FUNCTIONS 

This is an emergency essential classification. Upon declaration of a disaster and/or emergency, all employees in this classification are required to work. 

Exudes a positive customer service focus. 

Advocates building organizational culture through aligning decisions with core values including: integrity, honesty, respect, diversity, innovation, accountability and communication. 

Works with staff and volunteers to continually reassess the Center’s programs, policies, operations, and curricula to move us toward ever better access, equity, and inclusion. 

Fosters an inclusive and collegial community that builds on the diversity and strengths of its volunteers and staff. 

Provides crisis intervention services on the crisis telephone line and in person. 

Consults with staff concerning services to clients and volunteers and coordinates and assists with the implementation of program policies and procedures. 

Develops and maintains effective liaison with assisting community mental health and other agencies. 

Observes activities of volunteers to provide feedback on performance. 

Confers with volunteers to resolve grievances and promote cooperation and interest. 

Participates in programs of public recognition for volunteer workers. 

Assists with guiding volunteer counselors with clients and procedures. 

Coordinates the collection, processing and reporting of program activity data. 

Keeps records and maintains client files. 

Utilizes resource referral database to provide information and referral assistance to callers seeking mental health and other services. 

Provides follow-up contacts to high-risk callers reporting suicidal and/or homicidal thoughts and behaviors. 

Assists in planning and implementation of training activities for volunteer counselors. 

Drives a County and/or personal vehicle regularly to respond to crisis calls 24 hours a day/ 7 days a week; drives to offsite locations to conduct training and/or participate in outreach events. 

Performs the duties listed, as well as those assigned, with professionalism and a sense of urgency. 

NOTE: These examples are intended only as illustrations of the various kinds of work performed in positions allocated to this class. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. 

KNOWLEDGE, SKILLS AND ABILITIES 

Considerable knowledge of current techniques, principles, and practices of crisis intervention and suicide counseling. 

Knowledge of laws, rules, and regulations relating to operations of a community crisis intervention center. 

Knowledge of community counseling and intervention resources available to the center. 

Knowledge of primary models and techniques for treatment of individuals for the purposes of crisis prevention and intervention including assessment, counseling, and safety planning. 

Ability to effectively train and guide volunteers. 

Ability to work with and support suicidal/distraught clients. 

Ability to function in a team setting. 

Ability to establish and maintain good working relationships with assisting agencies, other County departments, and employees and the general public. 

Ability to respond calmly, quickly, and effectively in crisis situations. 

Ability to communicate effectively both orally and in writing. 

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, and use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. 

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close and distance vision. 

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The noise level in the work environment is usually moderate. 

The Crisis Center operates 24 hours a day, 365 days a year and employees in this position will be required to work various hours and days of the week.

An organization is only as good as the people it employs. To attract and retain the best team possible, the Alachua County Board of County Commissioners offers a competitive benefit program. We believe that if we expect our employees to support the County, we must first support the health and financial well-being of our employees and their families, now and as they plan for their future.BoCC-Contributed Benefits

• Medical/Health Insurance  
• Employee Life Insurance  
• Florida Retirement System  
• Employee Assistance Program

• Dental Insurance  
• Vision Insurance
• Supplemental & Dependent Life Insurance
• Deferred Retirement Program
• Flexible Spending Accounts
• Roth IRA
• Tuition Assistance Program
• Computer Purchase Program

NOTE: For detailed information regarding available benefits click here.

You may also view Frequently Asked Questions (FAQs) regarding benefits. 

• FLORIDA RETIREMENT SYSTEM (FRS) The Florida Retirement System is a retirement plan designed to provide an income to a vested employee and his/her family when the employee retires, becomes partially or totally disabled, or dies prior to retirement.  A defined benefit or defined contribution option may be chosen by the employee.
• TUITION ASSISTANCE PROGRAM Permanent, full-time employees are eligible for educational assistance funds. Contact the Human Resources Office for program details.
• HOLIDAYS Holidays are as follows: 

1. New Years Day  
2. Martin Luther King Day  
3. Memorial Day  
4. Juneteenth
5. Independence Day  
6. Labor Day  
7. Veterans' Day  
8. Thanksgiving Day  
9. Friday following Thanksgiving  
10. Christmas Eve (IAFF*)  
11. Christmas Day  
12. Additional Christmas Holiday (All non-IAFF employees)  
13. 2 Floating Holidays  (All non- IAFF employees)

*IAFF – International Association of FirefightersPay periods are every two weeks, Monday through Sunday. Payday is Friday. International Association of Firefighters follow the General Contract 7k regarding holidays.

Vacation Leave – Generous vacation accrual rates with payout of unused accrued leave, with some restrictions. For more detailed information regarding vacation leave refer to Employee Policy Manual, Section 7-2.

Sick leave is earned at a rate of 4 hours per pay period by all permanent, full-time employees*. At the end of each fiscal year, eligible employees can convert up to 10 days of accrued sick leave to vacation leave on a 2:1 basis. For more detailed information regarding sick leave refer to Employee Policy Manual, Section 7-3 *Accruals slightly different for IAFF employee.